Find an apprenticeship
Customer Service Adviser Apprentice
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Want to change the world? Choose a career that makes a difference.
As one of our Customer Service Advisers, you will be the first point of contact for our customers. Combining confident, compassionate communication with expert product knowledge, you will provide the guidance that ensures our customers get the support they need.
As part of your role, you will be:
- The first point of contact for customers, taking calls and signposting clients to suitable solutions
- Managing high volumes of calls in a fast-paced environment, using resilience and a positive attitude to keep things running smoothly
- Using appropriate communications and questioning skills, along with listening techniques, to identify customer need, build rapport and demonstrate understanding
- Providing clear explanations of different product and services to help customers make choices that are right for them and the bank
- Using different IT systems to support customers, ensuring data is captured accurately
- Protecting and educating customers against fraud and scams
- Problem-solving to improve the customer journey
- Working towards personal/team targets and objectives
- Adhering to day to day regulatory and compliance requirements
- Organising your workload, prioritising activity to meet deadlines
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
Where you'll work
PO BOX 101
1 Balloon Street
Manchester
M60 4EP
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
WORKPAYS LIMITED
Training course
Customer service practitioner (level 2)
What you'll learn
Course contents
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
- Depending on your job role and work environment:
- Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
- Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
- Maintain informative communication during service recovery.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Training schedule
Your apprenticeship will be delivered at your place of work. You will need to spend approximately six hours per week completing your training which will include attending masterclasses, completing assignments, participating in group discussions, and shadowing colleagues.
More training information
Workpays is an award-winning training provider that specialises in financial services apprenticeships. We put the learner at the heart of our programmes to ensure they can build industry-leading knowledge and skills, achieve their personal and professional objectives, and reach their potential.
Our programmes are delivered flexibly on a part-time basis. We run monthly masterclasses that focus on the knowledge, skills and behaviours required by the standard, that are supported by individual coaching sessions, and off-the-job training.
Requirements
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Other requirements
Successful applicants will need to pass a Disclosure and Barring Service (DBS) check along with other financial assessments.
About this employer
At The Co-operative Bank we’re proud to be different.
- We’re proud of our values and beliefs, and our unique, customer-led Ethical Policy that shapes everything we do.
- Born out of the co-operative movement over 150 years ago, you could say that doing the right thing has always been our thing.
- We don’t just help people with their money, but help people fight for justice and the causes they care about.
- We put people at the heart of every decision we make and there’s never been a more important time for our Bank to stand up for the causes that matter most to our customers, colleagues, and partner organisations.
- Join us and help us continue to make progress in environmental and societal change, all with the UK’s original ethical bank.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Founded in 1872, The Co-operative Bank provides banking, savings and loan options for individuals who believe community, the environment and ethics play an important role in business.
The Co-operative were the first UK bank to introduce a customer-led ethical policy and develop values that empowered the bank to make a positive difference to the world around them.
Through their commitment to limiting global climate change, to promoting human rights and equality, and to supporting social development and the small business community, they are well placed to drive ethical change.
The Co-operative Bank is now part of the Coventry Building Society family.
Company benefits
Colleagues are rewarded with more than just competitive salaries; they also have:
- 27 days holiday increasing to 30 days with service plus the opportunity to buy five additional days and two paid volunteering days per year
- Pension scheme up to 10% employer contribution
- A range of retail/high-street discounts
- Career development opportunities
- Eye care vouchers
- Cycle to work scheme
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
Your earnings can increase over time with an apprenticeship.
After you have successfully completed the apprenticeship, you will be able to progress your career within the bank.
Ask a question
The contact for this apprenticeship is:
WORKPAYS LIMITED
Karen Shaw
Karen.Shaw@workpays.co.uk
The reference code for this apprenticeship is VAC2000044668.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills